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Office 365 Service Communications

Office 365 Service Communications. October 2013 Microsoft Corporation. Agenda. What is the communications philosophy?. What are Post Incident Reports ?. What happens when I have an outage ?. What are the various communication types and channels?. What is the Service Health Dashboard?.

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Office 365 Service Communications

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  1. Office 365 Service Communications October 2013 Microsoft Corporation

  2. Agenda What is the communications philosophy? What are Post Incident Reports ? What happens when I have an outage? What are the various communication types and channels? What is the Service Health Dashboard? How does Microsoft approach change management communication? What is the future direction of Office 365 Service communication?

  3. Service Communications

  4. Communications Philosophy

  5. Service Communication Types Monthly New Functionality Planned Platform Updates Unexpected Service Incidents Evolving System Requirements

  6. Communications Channels

  7. Service Incident Communication Service Health Dashboard Admin RSS Feed Post Incident Review Primary Channels Community Office 365 Blog Twitter AdditionalChannels

  8. Service Health Dashboard First and Best Content Regional Updated Hourly Emergency Broadcast System will automatically redirect customers http://status.office365.com

  9. O365 Service Health Dashboard ? i

  10. Service Incident Information

  11. SHD 30 Day - Historical View Click on “View history for past 30 days”

  12. SHD 30 Day History – Detail View Click on “Incident ID””

  13. O365 Service Incident Notification Process Incident Occurs Service Health Dashboard (SHD) updated “investigating” Incident Status posted to SHD SHD updated until service restoration Closure Summary posted to SHD Post Incident Review posted to SHD

  14. Office 365 TeamRoles and Responsibilities Incident Manager • Incident Managers (IMs) are on-call engineers and core product group members with deep expertise in their relevant area • Determine scope of the outage • Determine root cause and fastest and best path to resolution Communication Manager • Communication Managers (CMs) are on-call engineers and core product group members with deep expertise in their relevant area • Coordinate and provide information across internal teams • Post customer facing communications to SHD Support • Support Technicians are technical resources • Provide 24 x7 customer phone and web support • Update internal support resources • Monitor support channels Services Account Management • Escalation Management • Account Representative • Rapid On-Site Support

  15. RSS Feed Regional Tenant Admin Points to SHD

  16. Community http://community.office365.com Forums are helpful resource Technet or local marketing site is used in countries without full community site.

  17. Twitter @Office365

  18. To: Customer Email For Limited Set of Service Incidents Explanation of Incident Localized Content

  19. Email Contact Preferences: Alternate Email

  20. Email Contact Preferences: Business Email

  21. Post Incident Reports Are published for Service Availability issues that span multiple customers Available within 5 business days Downloadable document accessible from SHD 30 day historical view in SHD • A PIR includes: • Incident Information • Summary • Customer Impact • Incident Start Date and Time  • Root Cause • Next Steps New survey feedback option

  22. Post Incident Report in the SHD Click on “Post-incident report published”

  23. Post Incident Report - Document Download

  24. PIR and SHD Surveys We want your feedback on suggested improvements. Survey Links included on SHD closure summaries

  25. Continuous learning Post incident reviewwithin 5 days Service reviewwithin 30 days Improvement • Next steps determined • Focus is on future protection from similar issues • Solid next steps • Tracked through delivery 10additional changes in comprehensive plan 1immediate next step in PIR

  26. Office 365 Planned Maintenance Communication

  27. Service Alteration and Change Management

  28. Office 365 service updates principlesContinuous innovation with confidence and control Deliver new features and value Build trust and compliance Respond to customer feedback through agile development Monthly release cadence Minor & major updates Up-to-date, no patching Security comes first Evolving standards Direct feedback Real-time information Common support issues Insights to help manage change Direct to customer communications | Organizational readiness content

  29. Direct to Customer Communication New Message Center In the product New Office 365 Tech Blog http://blogs.office.com/b/office365tech

  30. Message Center Shipped August 2013 Shipped August 2013 In-product notification of critical changes and new features coming to Office 365. Complimentary to other communications like service alert emails and the Office 365 technology blog. Provides details on changes and highlights required admin actions.

  31. “Admin Tasks” quarterly newsletter Primary service alteration communication channel Tailored to your environment: only those actions you must take appear

  32. Admin Tasks center • Supporting service alteration communication channel • Nearly every task has an FAQ covering • The technical task required • Why the change is important • What happens if you don’t take action

  33. Service Upgrades

  34. Upgrade Cadence Upgrades may include small features/product changes built entirely in that window More releases will ship with features turned off Monthly RTW Minor Upgrade Major Upgrade Features that take longer to implement are in progress simultaneously

  35. Upgrade timing and communication Pilot/Postpone Timing: ~4 weeks prior Pilot now, postpone if needed Upgrade in 2013 Microsoft sets the rhythm and cadence of upgrades Office Deployment Tool available now Communication rhythm Notice at about 4 weeks and exactly 2 weeks prior Must postpone at least 7 days prior to upgrade Upgrade Scheduled Timing: 14 days prior Exact upgrade date Upgrade Complete Timing: After upgrade Survey Timing: Complete+7 Please let us know how it went

  36. 14->15 operational emails Primaryupgrade communication channel Communicates two important dates: First email includes postpone deadline Second email includes exact upgrade date

  37. Service Upgrade Center http://community.office365.com • Supporting upgrade communication channel • Provides detailed information about the service upgrade experience, including: • How postpone works • How “Early Upgrade” (a.k.a. pilot) works • What to expect during and after the upgrade • How to install Office 365 ProPlus pre-upgrade

  38. Office 365’s new client support policy Web browser Office client Operating system

  39. Office Technology Blog http://blogs.office.com/b/office365tech/

  40. Future Direction More detailed information and programmatic approach around service updates and service incidents In Product Notifications Transparent non-customer impacting service maintenance Tenant Level Reporting Alternate forms of Service Health Notification

  41. Thank you!

  42. Resources • Office 365 Blog: http://blogs.office.com/b/microsoft_office_365_blog/ Office Technology Blog: http://blogs.office.com/b/office365tech/ Follow: https://twitter.com/Office365 Connect: http://www.linkedin.com/groups/Microsoft-Office-365-3724282 Check out: Garage Series for IT Pros: www.microsoft.com/garage Office 365 FastTrack: http://fasttrack.office.com//

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